SBS - The Best Value in QMS software

Is it normal for a procedure to begin with a conditional directive? (if statement)

B

biboy2012

#1
My own answer is 'No', because task #1 should be the starting point of any activity, IMHO.

But......

Here is an example:


Activity Preface

These tasks are performed whenever a Customer Service Representative or anyone in the company recieves customer complaint.

If complaint received by Customer Service Representative?, goto task #1. Otherwise, goto task #22.

Customer Service Representative
1. Receive customer complaint.
2. Log complaint in the system and indicate all the applicable information with corresponding Ticket Number.
3. Try to solve the issue on his/her own (1st contact resolution).
.
.
.
Any member of the organization
22. Receives complaint from customer and forwards the same to Customer Service Department.
End of activity.

Any thoughts would be appreciated. Thanks!
 
Elsmar Forum Sponsor

Jim Wynne

Staff member
Admin
#2
Re: Is it normal for a procedure to begin with a conditional directive? (if statemen

My own answer is 'No', because task #1 should be the starting point of any activity, IMHO.
But......
Here is an example:
Activity Preface

These tasks are performed whenever a Customer Service Representative or anyone in the company recieves customer complaint.
If complaint received by Customer Service Representative?, goto task #1. Otherwise, goto task #22.
Customer Service Representative
1. Receive customer complaint.
2. Log complaint in the system and indicate all the applicable information with corresponding Ticket Number.
3. Try to solve the issue on his/her own (1st contact resolution).
.
.
.
Any member of the organization
22. Receives complaint from customer and forwards the same to Customer Service Department.
End of activity.

Any thoughts would be appreciated.
If the nature of Task #1 depends on specified conditions, then the conditions should be specified before Task #1 is performed. What do you see as a better alternative?
 
B

biboy2012

#3
Re: Is it normal for a procedure to begin with a conditional directive? (if statemen

If the nature of Task #1 depends on specified conditions, then the conditions should be specified before Task #1 is performed. What do you see as a better alternative?
No idea. The task #1 is dependent on specified condition. So, possibly the condition is the beginning point. Problem is how to identify the "performer" associated with the condition "If complaint received by Customer Service Representative?, goto task #1. Otherwise, goto task #22."
.
 

RoxaneB

Super Moderator
Super Moderator
#4
Re: Is it normal for a procedure to begin with a conditional directive? (if statemen

As part of the procedure, you could indicate that all complaints are to be processed by a Customer Service Representative, so all employees have the responsibility to forward any received complains to the Customer Service Department (although, I'd make it one specific person, if possible). This takes away #22.
 

Jim Wynne

Staff member
Admin
#5
Re: Is it normal for a procedure to begin with a conditional directive? (if statemen

No idea. The task #1 is dependent on specified condition. So, possibly the condition is the beginning point. Problem is how to identify the "performer" associated with the condition "If complaint received by Customer Service Representative?, goto task #1. Otherwise, goto task #22."
.
The "otherwise" defaults to anyone other than a customer service representative. Is that a problem?
 

qusys

Trusted Information Resource
#6
Re: Is it normal for a procedure to begin with a conditional directive? (if statemen

No idea. The task #1 is dependent on specified condition. So, possibly the condition is the beginning point. Problem is how to identify the "performer" associated with the condition "If complaint received by Customer Service Representative?, goto task #1. Otherwise, goto task #22."
.
Probably I did not understand well, but I would suggest to convey customer complainst into one unique and well identified channel of communication, not allowing lots of people directly deal with the customer ( customer representative or any other personnel).
:bigwave:
 
Q

Quality_Steve

#7
Re: Is it normal for a procedure to begin with a conditional directive? (if statemen

I generally begin with what initiated the process. Such as:

[Customer complaint received.]
<If received by CSR then goto "B" otherwise goto "A">
[A - Complaint is forwarded to CSR]
[B - CSR logs complaint]
 
B

biboy2012

#8
Re: Is it normal for a procedure to begin with a conditional directive? (if statemen

I generally begin with what initiated the process. Such as:

[Customer complaint received.]
<If received by CSR then goto "B" otherwise goto "A">
[A - Complaint is forwarded to CSR]
[B - CSR logs complaint]
Received by whom? There are 2 performers identified by Job Title "Customer Serice Representative" and "anyone in the organization" and should be associated with task Customer complaint received.
 

RoxaneB

Super Moderator
Super Moderator
#9
Re: Is it normal for a procedure to begin with a conditional directive? (if statemen

Received by whom? There are 2 performers identified by Job Title "Customer Serice Representative" and "anyone in the organization" and should be associated with task Customer complaint received.
See my response above. ... or on page 1 of this thread.
 
B

biboy2012

#10
Re: Is it normal for a procedure to begin with a conditional directive? (if statemen

As part of the procedure, you could indicate that all complaints are to be processed by a Customer Service Representative, so all employees have the responsibility to forward any received complains to the Customer Service Department (although, I'd make it one specific person, if possible). This takes away #22.
Indicate where? For example, a procedure is composed of the following:

Scope
Policy
Responsibility
Distribution
Ownership
Task Segment
Activity Preface
Tasks

Which part of the procedure?
 
Thread starter Similar threads Forum Replies Date
T Normal way to 'Cancel' an Attachment to Procedure? Document Control Systems, Procedures, Forms and Templates 1
A Need to calculate tolerance Intervals with a set of non-normal data and 3-Parameter Weibull distribution Using Minitab Software 0
P Ppk results shown as asterisk after the transformation of Non-normal data Using Minitab Software 4
M Is it normal / sufficient to have only the IEC 60601-1-2 test report without indicating IEC 60601-1? IEC 60601 - Medical Electrical Equipment Safety Standards Series 2
E Normal Condition Hazards in Risk Analysis ISO 14971 - Medical Device Risk Management 3
adir88 Tools for Normal and Fault Conditions ISO 14971 - Medical Device Risk Management 9
0 Interesting Discussion Analysis of half normal distribution in minitab Using Minitab Software 11
qualprod What is the Normal Flow in an ERP for Manufacturing? Manufacturing and Related Processes 0
A Touch current in single fault conditions test and earth leakage current in normal conditions test, are they really different tests? IEC 60601 - Medical Electrical Equipment Safety Standards Series 9
D Do we need normal data for gage r&r studies? Gage R&R (GR&R) and MSA (Measurement Systems Analysis) 5
L How to evaluate the process capability of a data set that is non-normal (cannot be transformed and does not fit any known distribution)? Capability, Accuracy and Stability - Processes, Machines, etc. 12
R Non Normal Data in a historically normal process Capability, Accuracy and Stability - Processes, Machines, etc. 6
N Apply control limits to a non-normal distribution Statistical Analysis Tools, Techniques and SPC 13
Q What is the difference between normal and licensed internal auditor? VDA Standards - Germany's Automotive Standards 9
J Is a stable process also normal at the same time? Manufacturing and Related Processes 7
S Jewelry vs. Normal Laboratory Balances - Accuracy and calibration General Measurement Device and Calibration Topics 2
R Non-normal Distribution Selection where the system is constantly being corrected Capability, Accuracy and Stability - Processes, Machines, etc. 11
J Is My AS9100 certification Auditor Normal? Registrars and Notified Bodies 9
Y Process Capability for Non-Normal Data - Philosophical Questions Capability, Accuracy and Stability - Processes, Machines, etc. 6
D Interpreting Normal vs Weibull Capabilities Capability, Accuracy and Stability - Processes, Machines, etc. 4
P Should Data be Normal before Computing Baselines? Statistical Analysis Tools, Techniques and SPC 4
Q Is it normal practice to lubricate Ring Gages before use? General Measurement Device and Calibration Topics 17
A Not all characteristics follow a Normal Distribution - How do you do SPC Chart Capability, Accuracy and Stability - Processes, Machines, etc. 5
A Is normal for FORD EU ask for the PSW every year APQP and PPAP 5
V Process Capability for parameters with non-normal distribution. Capability, Accuracy and Stability - Processes, Machines, etc. 16
P Non-normal Data Cpk Statistical Analysis Tools, Techniques and SPC 5
S Non-Normal Data - Measurement for "straightness" with a 0.001" max tolerance Capability, Accuracy and Stability - Processes, Machines, etc. 10
D Calculating Cpk on Non-Normal Data Distribution Capability, Accuracy and Stability - Processes, Machines, etc. 10
J Non-Normal Distribution Data - Tolerance Intervals and Minitab Using Minitab Software 7
J Can Normal Probability Paper and GPC be created with Excel Gage R&R (GR&R) and MSA (Measurement Systems Analysis) 1
M t-test with Non Normal Data Statistical Analysis Tools, Techniques and SPC 16
T Normal Distribution Test for Cpk (Minitab) Six Sigma 6
U Theory and Practice Behind Expecting a Distribution for my Data (specially the normal Statistical Analysis Tools, Techniques and SPC 48
K Computing Cpk with out determining if my data is normal Capability, Accuracy and Stability - Processes, Machines, etc. 7
L Should Internal Audit CAPAs be kept separate from "normal" CAPAs? ISO 13485:2016 - Medical Device Quality Management Systems 6
A Handling Normal Capacitor Production Fallout AS9100, IAQG, NADCAP and Aerospace related Standards and Requirements 2
K Non-Normal Data Analysis Literature, Websites, Books for Learning Quality Tools, Improvement and Analysis 2
M Is it possible to get Natural Tolerance (Tn) with Non Normal Distribution? Statistical Analysis Tools, Techniques and SPC 9
B Is this Data a Normal Distribution? Statistical Analysis Tools, Techniques and SPC 10
L "Half Normal Plot vs Normal Probability Plot" of Effects Using Minitab Software 1
R Drawing a Normal Plot of the Effects for Multilevel Factorial Design Using Minitab Software 3
B Test of Means or Medians for Non Normal Populations? Using Minitab Software 6
S Relationship between Normal Distribution and AQL AQL - Acceptable Quality Level 13
R Transforming or not Transforming - Dealing with Non-Normal Data Statistical Analysis Tools, Techniques and SPC 10
O Which role plays Inverse cdf of a Standard Normal Distribution in Formula for Z-Bench Using Minitab Software 8
optomist1 Non-Normal Data F test and T test Capability, Accuracy and Stability - Processes, Machines, etc. 19
2 Medical Device Hazard Risks - Normal Use Risks vs. Faulty Use Risks ISO 14971 - Medical Device Risk Management 4
P Approved Suppliers - ISO 13485 Normal Supplier Qualification Process Requirements ISO 13485:2016 - Medical Device Quality Management Systems 9
S "Normal" vs. "Between/Within" Capability Analysis Capability, Accuracy and Stability - Processes, Machines, etc. 2
S Which Normality Test more acceptable to FDA; Also, Non-Normal Threshold? Qualification and Validation (including 21 CFR Part 11) 5

Similar threads

Top Bottom